Abstract
This paper examines the continual usage intentions of digital payments. It investigates the effects of perceived risk, quality of service, and grievance redressal structure on the Digital Payment Service continuation through the integration of the Expectation-Confirmation Model (ECM) with some of the most researched technology adoption models. The survey was conducted at two different time line, pre and post demonetization in India. The results of the study were compared to the model (pre demonetization in India), suggest that there is a control effect of ease of usage in experience, gender, and age. The effect of hedonic motivation on the desire to use is moderated by age, gender, and experience to a higher degree among young people in the early phases of digital payments also the effect of grievance redressal as a moderator variable was significant.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Bhattacherjee, A.: An empirical analysis of the antecedents of electronic commerce service continuance. Decis. Support Syst. 32(2), 201–214 (2001a)
Bhattacherjee, A.: Understanding information systems continuance: an expectation-confirmation model. MIS Q. 25, 351–370 (2001b)
Bhattacherjee, A.: Understanding information systems continuance: an expectation-confirmation model. MIS Q. 25(3), 351–370 (2001c)
Bhattacherjee, A., Perols, J., Sanford, C.: Information technology continuance: a theoretic extension and empirical test. J. Comput. Inf. Syst. 49(1), 17–26 (2008)
Brown, S.A., Venkatesh, V., Goyal, S.: Expectation confirmation in information systems research: a test of six competing models. MIS Q. 38(3), 729–756 (2014)
Chang, A.: UTAUT and UTAUT 2: a review and agenda for future research. The Winners (2012). https://doi.org/10.21512/tw.v13i2.656
Chemingui, H., lallouna, H.B.: Resistance, motivations, trust and intention to use mobile financial services. Int. J. Bank Market. 31(7), 574–592 (2013)
Chen, C.: Perceived risk, usage frequency of mobile banking services. Manag. Serv. Qual. Int. J. 23(5), 410–436 (2013). https://doi.org/10.1108/MSQ-10-2012-0137
Cheng, Y.-M.: Extending the expectation-confirmation model with quality and flow to explore nurses’ continued blended e-learning intention. Inf. Technol. People 27(3), 230–258 (2014). https://doi.org/10.1108/ITP-01-2013-0024
Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q. 13, 319–340 (1989)
Davis, F.D., Bagozzi, R.P., Warshaw, P.R.: User acceptance of computer technology: a comparison of two theoretical models. Manage. Sci. 35(8), 982–1003 (1989)
Deng, Z., Lu, Y., Wei, K.K., Zhang, J.: Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China. Int. J. Inf. Manage. 30(4), 289–300 (2010)
Gallarza, M.G., Arteaga-Moreno, F., Del Chiappa, G., Gil-Saura, I.: Intrinsic value dimensions and the value-satisfaction-loyalty chain: a causal model for services. J. Serv. Mark. 30(2), 165–185 (2016)
Gan, C., Li, H.: Understanding continuance intention of mobile instant messaging: motivators and inhibitors. Ind. Manage. Data Syst. 115(4), 646–660 (2015)
Gao, L., Bai, X.: An empirical study on continuance intention of mobile social networking services: integrating the IS success model, network externalities and flow theory. Asia Pac. J. Mark. Logist. 26(2), 168–189 (2014)
Gao, L., Waechter, K.A., Bai, X.: Understanding consumers’ continuance intention towards mobile purchase: a theoretical framework and empirical study–a case of China. Comput. Hum. Behav. 53, 249–262 (2015)
Hamer, L.O.: A confirmation perspective on perceived service quality. J. Serv. Mark. 20(4), 219–232 (2006)
Joo, S., Choi, N.: Understanding users’ continuance intention to use online library resources based on an extended expectation-confirmation model. Electron. Libr. 34(4), 554–571 (2016)
Venkatesh, V., Thong, J.Y., Xu, X.: Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Q. 36, 157–178 (2012)
Vlachos, P.A., Vrechopoulos, A.P.: Determinants of behavioral intentions in the mobile internet services market. J. Serv. Mark. 22(4), 280–291 (2008)
Walker, J., Baker, J.: An exploratory study of a multi-expectation framework for services. J. Serv. Mark. 14(5), 411–431 (2000)
Widodo, M., Irawan, M.I., Sukmono, R.A.: Extending UTAUT2 to explore digital Payment adoption in Indonesia. In: 2019 International Conference on Information and Communications Technology, ICOIACT 2019 (2019). https://doi.org/10.1109/ICOIACT46704.2019.8938415
Zhang, H., Lu, Y., Gupta, S., Gao, P.: Understanding group-buying websites continuance: an extension of expectation confirmation model. Internet Res. 25(5), 767–793 (2015)
Zhao, L., Lu, Y.: Enhancing perceived interactivity through network externalities: an empirical study on micro-blogging service satisfaction and continuance intention. Decis. Support Syst. 53(4), 825–834 (2012)
Zhou, T.: An empirical examination of initial trust in mobile banking. Internet Res. 21(5), 527–540 (2011a)
Zhou, T.: An empirical examination of users’ post-adoption behaviour of mobile services. Behav. Inf. Technol. 30(2), 241–250 (2011b)
Zhou, T.: An empirical examination of continuance intention of mobile payment services. Decis. Support Syst. 54(2), 1085–1091 (2013)
Zhou, T., Lu, Y.: Examining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience. Comput. Hum. Behav. 27(2), 883–889 (2011)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 IFIP International Federation for Information Processing
About this paper
Cite this paper
Kumar, A., Upadhyay, P., Sharma, S.K., Gupta, P. (2020). Role of Intrinsic and Extrinsic Factors Affecting Continuance Intentions of Digital Payment Services. In: Sharma, S.K., Dwivedi, Y.K., Metri, B., Rana, N.P. (eds) Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation. TDIT 2020. IFIP Advances in Information and Communication Technology, vol 618. Springer, Cham. https://doi.org/10.1007/978-3-030-64861-9_48
Download citation
DOI: https://doi.org/10.1007/978-3-030-64861-9_48
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-64860-2
Online ISBN: 978-3-030-64861-9
eBook Packages: Computer ScienceComputer Science (R0)